Front Office Manager

JOB SUMMARY The Assistant Front Office Manager supports the Front Office Manager in the leadership, management, and daily operation of the Front Office department, including Front Desk, Guest Services, Bell Services, Door Staff, and Switchboard operations. This role is responsible for ensuring exceptional guest experiences, efficient check-in and check-out processes, operational excellence, employee engagement, and achievement of departmental financial goals. The Assistant Front Office Manager works closely with Front Office leadership and associates to maintain Marriott brand standards, drive guest satisfaction, optimize operational performance, and support the development of a high-performing team. KEY RESPONSIBILITIES I. Front Office Operations Management

Assist in managing the day-to-day operations of the Front Office, including Front Desk, Guest Services, Bell Services, Door Staff, and Switchboard functions. Ensure smooth and efficient guest arrival, departure, and in-house experiences. Support the development and execution of departmental goals, action plans, and operational priorities. Supervise daily Front Office shift operations and ensure compliance with Marriott policies, procedures, and brand standards. Review staffing levels and scheduling to ensure guest service, operational needs, and financial objectives are met. Monitor departmental performance and take corrective action where necessary to achieve operational targets. Perform Front Desk duties and oversee shifts as required to maintain service standards. Assume responsibility for all Front Office operations in the absence of the Front Office Manager.

II. Quality Assurance & Brand Standards

Ensure consistent execution of Marriott brand standards and service expectations throughout all Front Office operations. Monitor service delivery and ensure adherence to established operating procedures. Conduct regular reviews of Front Office processes to identify opportunities for improvement. Support implementation of customer recognition and guest service programs. Promote a culture of operational excellence, professionalism, and attention to detail. Ensure all guest interactions reflect the brand’s commitment to exceptional hospitality. Maintain departmental readiness for audits, quality reviews, and brand compliance assessments.

III. Financial Performance & Revenue Management

Support the achievement of departmental financial goals and operational budgets. Understand and communicate the impact of Front Office operations on the property's financial performance. Assist in maximizing room revenue through effective inventory management, same-day selling procedures, and upselling initiatives. Monitor occupancy levels and support strategies that optimize revenue performance. Ensure compliance with credit policies, procedures, and financial controls to minimize bad debt and rebates. Assist in managing labor costs through efficient scheduling and productivity management. Support initiatives designed to enhance profitability while maintaining guest satisfaction.

IV. Guest Experience & Service Excellence

Champion exceptional guest service and create memorable guest experiences. Handle guest complaints, concerns, disputes, and service recovery situations professionally and effectively. Lead by example and demonstrate Marriott’s service culture in all guest interactions. Interact regularly with guests to obtain feedback regarding service quality and overall satisfaction. Ensure Front Office associates understand guest expectations and service delivery standards. Empower associates to resolve guest concerns promptly and appropriately. Review guest feedback and satisfaction results and implement improvement plans where necessary. Promote continuous improvement in service delivery and guest experience performance.

V. Leadership & Team Development

Provide leadership, guidance, coaching, and support to Front